Otkritie Bank introduces Beeline Business speech analytics to improve sales and service quality

2023: Scaling Audio Tab Technology

Otkritie Bank (part of the VTB Group) and Beeline Business are replicating a project within which voice analytics technology - audio pages are being introduced in customer service offices . After four months of testing the technology, credit card sales rose by a third. The bank announced this on November 7, 2023.

The pilot project for the introduction of audio pages took place in five offices of Otkritie Bank for four months. Audio pages allow you to assess the communication of an employee with a bank client for compliance with service standards and, if necessary, adjust communication and improve the quality of sales.

After four months of using audio pages, credit card sales in pilot offices increased by a third, "said Natalya Prokopets, head of the Otkritie Bank Innovation Center. - Based on the results of the pilot, it was decided at the next stage to scale the project by 25% of the office network of Otkritie Bank.

To warn customers that an audio recording is underway, appropriate stickers were posted in each office. Additional information was also added to the electronic queue coupons and to the audio pages themselves.

An audio page is a compact device that attaches to. clothes Thanks to the built-in accelerometer, the badge automatically turns on when it is put on. The built-in Wi-Fi microphone provides high quality audio recording even in noisy rooms. Then the recording falls on server storages and data processing, where algorithms silence is removed from it when the employee was silent, it is amplified on voice the segments where the speech was, noise cancellation is performed and audio is decrypted file into text.

Audio pages and speech analytics from beeline business help you quickly assess the quality of offline service, objectively understand controversial situations and find new growth points for business. We thank the Otkritie Bank team for choosing beeline business as a technological partner, active involvement in the pilot project and high assessment of the results, - commented Ruslan Akhlebininsky, Director of Corporate Solutions and Services of VimpelCom PJSC.

All information is available in the personal account of the office director. There you can see the rating of employees, the number of services, as often employees, clarified the purpose of the visit with the client, used polite or, conversely, unacceptable expressions, fulfilled the rules for completing contact and other information. In the future, the bank plans to develop and implement a system for automatically informing employees about the results of their work.

As of November 2023, more than 400 employees in 100 Otkritie offices use audio pages from Beeline Business.